Removal Order Claim Follow-Up Template (UK)
You filed a reimbursement claim and Amazon has gone quiet. No response, no resolution, no update. Use these templates to chase your case, first politely, then with escalation pressure.
When to use this template
Use this template when all of the following are true:
If your claim was denied (not just ignored), use the denied claim response template instead.
What to gather first
The follow-up should be a quick "recap in 5 lines", all the key facts at a glance so the agent does not need to read the entire original case.
The Case ID from your initial claim. Always reference this first in your follow-up.
The core identifier. Include it in every follow-up even if it was in the original claim.
The specific shipment and tracking number so the agent can look up the status immediately.
How many units are missing or undelivered. A single number, no ambiguity.
Shows how long you have been waiting. "Filed X days ago" creates urgency.
One sentence: what you need Amazon to do. "Investigate and reimburse X units."
First follow-up: 7 days after claim
Send this after 7 days of no response. The tone is polite and professional, you are simply requesting an update. Use the "recap in 5 lines" format so the agent can understand the claim instantly without reading the original thread.
Hi, I'm following up on Case ID [YOUR_CASE_ID] which was opened on [ORIGINAL_DATE] regarding a removal order reimbursement. I have not received a response or update.
Quick recap:
Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking: [YOUR_TRACKING_NUMBER]
Missing units: [NUMBER]
Action requested: Investigate and process reimbursement for [NUMBER] [lost/missing/damaged] units
The claim was filed [X] days ago. Could you please provide an update on the status of the investigation? All evidence was attached to the original case.
Thank you for your help.
Second follow-up: 14 days, escalation tone
Send this after 14 days of no substantive response. The tone is firmer, you state the total elapsed time, reference both the original claim and first follow-up, and explicitly request supervisor escalation.
Subject: Second follow-up: Case [YOUR_CASE_ID], no response after [X] days
Dear Amazon FBA Support,
This is my second follow-up regarding Case ID [YOUR_CASE_ID]. The original claim was filed on [ORIGINAL_DATE], [X] days ago. I sent a first follow-up on [FIRST_FOLLOWUP_DATE] and have still not received any substantive response or investigation outcome.
Case recap:
Case ID: [YOUR_CASE_ID]
Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking: [YOUR_TRACKING_NUMBER]
Missing units: [NUMBER]
Total COG at risk: £[AMOUNT]
Days since original claim: [X] days
Days since first follow-up: [Y] days
I have provided all required evidence in the original case submission, including carrier tracking screenshots and the Removal Shipment Detail report. The claim is within the reimbursement eligibility window and I have not received any reimbursement for this shipment.
I would appreciate a prompt resolution. If this case cannot be resolved at the current support level, I request that it be escalated to a supervisor or the FBA Reimbursement Team for review.
Please provide an update within 5 business days.
Thank you.
Attachments checklist
You do not always need to re-attach evidence on a follow-up (the agent can see the original case). However, re-attaching key items reduces the chance of the agent asking you to resubmit.
Need help organising evidence? See our 4-piece evidence checklist for the complete evidence pack structure.
Follow-up timing guide
Give each reply time to arrive, and do not let the claim window close while you wait.
Day 0: Original claim submitted with all evidence
Day 7: First follow-up (polite chase: use template above)
Day 14: Second follow-up (firmer tone, ask for a supervisor review, use template above)
Day 21+: Ask on the same case for a supervisor review. If the case is closed without an answer, open one new case quoting the original case ID. If the claim was denied, see the denied claim response template.
When to change approach
If the case goes quiet, here is what to do next. Keep one case per claim throughout.
No response after 2 follow-ups (21+ days)
Ask on the same case for a supervisor review. If the case is closed without an answer, open one new case quoting the original case ID.
Auto-responses only, no human agent
If you have only received automated messages after 14 days, contact Seller Support by live chat, quote the Case ID, and ask for the case to be picked up.
Claim window is running out
If the reimbursement eligibility window closes in less than 14 days, do not wait for the standard follow-up timeline. Say so on the case, give the deadline, and ask for the investigation to be completed before it.
Claim denied? See how to respond in our denied claim response template.
Frequently asked questions
How long should I wait before sending my first follow-up?+
How many times should I follow up before escalating?+
What if I get an auto-response but no actual resolution?+
Should I open a new case instead of following up?+
What counts as a response from Amazon?+
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